DOI QR코드

DOI QR Code

Satisfaction Gaps among Physicians, Nurses, and Patient Family in the Emergency Department

응급실 서비스 만족도에 대한 환자 가족의 평가와 의료진의 인식 차이

  • Kang, Kyunghee (Department of Emergency Medical Technician, Gachon University)
  • Received : 2013.02.13
  • Accepted : 2013.04.02
  • Published : 2013.06.30

Abstract

Background: The objective of this study was to explore patient family's evaluation of emergency department (ED) service satisfaction and to compare these with ED staff perception of patient family's evaluation. Methods: Based on two surveys of the National Emergency Medical Center: the 2008 National Survey for Recognition and Satisfaction towards Emergency Medical Services and the 2008 Opinion Survey of Emergency Medical Service Providers, satisfaction gaps among physicians, nurses, and patient family were evaluated by Kruskal-Wallis tests and Wilcoxon-Mann-Whitney tests. Furthermore, the factors associated with satisfaction of emergency medical service were identified by ordinal logistic regression models. Results: There were statistically significant gaps among physicians, nurses, and patient family in overall satisfaction with ED visit, length of stay in ED, enough explanation, physicians/nurses kindness, and ED facilities. Age and income in the patient family model, the number of beds in hospital, job satisfaction and year of service in the physicians model, and the number of beds in hospital, job satisfaction and the number of patients per duty hour in the nurses model were statistically significant factors associated with evaluation/ perception of ED service satisfaction. Conclusion: Patient satisfaction is an important indicator of the quality of care and service delivery in the ED. To improve and understand satisfaction in ED service, a dyadic view of the evaluation of service quality and satisfaction-that is, from the perspectives of both the patient and the emergency medical service providers-should be concerned.

Keywords

References

  1. Lee US, Park KS. The users' component satisfaction in the emergency department. J Korean Soc Emerg Med 1994;5(2):336-346.
  2. Je DW, Kim CH, Sung AJ, Seo JS, Ryoo HW, Park JB, et al. Comparison and analysis of overall user satisfaction over 10 years in an emergency medical center. J Korean Soc Emerg Med 2007;18(6):458-470.
  3. Lee JC, Kim KH, Kim HN, Park YH. Patient satisfaction with emergency medical services in Korea: what matters most? J Korean Soc Emerg Med 2011;22(4):299-308.
  4. Seo KS, Kam S, Park JB, Lee JH, Kim JK, Yun YK, et al. Assessment of patients' satisfaction and it's related factors in the emergency department. J Korean Soc Emerg Med 1998;9(4):523-532.
  5. Moon SY, Kim SJ. The degree of satisfaction with nursing care of pediatric patients visiting emergency center. Korean J Child Health Nurs 2000;6(1): 5-17.
  6. Chung JY. Analysis of geriatric patients' satisfaction in emergency department. J Korean Soc Emerg Med 2002;13(4):555-559.
  7. Hutchison B, Ostbye T, Barnsley J, Stewart M, Mathews M, Campbell MK, et al. Patient satisfaction and quality of care in walk-in clinics, family practices and emergency departments: the Ontario Walk-In Clinic Study. CMAJ 2003;168(8):977-983.
  8. Taylor C, Benger JR. Patient satisfaction in emergency medicine. Emerg Med J 2004;21(5):528-532. https://doi.org/10.1136/emj.2002.003723
  9. Park JO, Shin SD, Song KJ, Ahn KO, Hong KJ, Suh GJ. Factor for the dissatisfaction of patient for emergency department services. J Korean Soc Emerg Med 2007;18(2):97-106.
  10. Oliver RL. Product dissatisfaction as a function of prior expectation and subsequent disconfirmation: new evidence. In: Day RL, Hunt HK, editors. New dimensions of consumer satisfaction and complaining behavior. Bloomington: Indiana University; 1979. pp. 66-71.
  11. Brown SW, Swartz TA. A gap analysis of professional service quality. J Mark 1989;53(2):92-98. https://doi.org/10.2307/1251416
  12. Cho WH, Lee SH, Choi KS, Moon KT. Application of the SERVQUAL scale to health care services. Korean J Health Policy Admin 1999;9(4): 140-156.
  13. Lee S, Choi KS, Kang MG, Cho WH. Measuring expectations in assessment of consumer satisfaction by SERVQUAL. Korean J Health Policy Admin 2000;10(3):155-168.
  14. Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. J Mark 1985;49(4):41-50. https://doi.org/10.2307/1251430
  15. National Emergency Medical Center. The 2008 national survey for recognition and satisfaction towards emergency medical services and the 2008 opinion survey of emergency medical service providers [Internet]. Seoul: National Emergency Medical Center; 2008 [cited 2012 Dec 10]. Available from: http://www.nemc.or.kr/infor/board_view.jsp?num=16&go=4&boardLeftMenuFlag=17&sub_boardLeftMenuFlag=null.
  16. Watt D, Wertzler W, Brannan G. Patient expectations of emergency department care: phase I: a focus group study. CJEM 2005;7(1):12-16. https://doi.org/10.1017/S1481803500012872
  17. Boudreaux ED, Ary RD, Mandry CV, McCabe B. Determinants of patient satisfaction in a large, municipal ED: the role of demographic variables, visit characteristics, and patient perceptions. Am J Emerg Med 2000; 18(4):394-400. https://doi.org/10.1016/S0736-4679(99)00239-5
  18. Boudreaux ED, D'Autremont S, Wood K, Jones GN. Predictors of emergency department patient satisfaction: stability over 17 months. Acad Emerg Med 2004;11(1):51-58. https://doi.org/10.1197/j.aem.2003.06.012
  19. Sun BC, Adams J, Orav EJ, Rucker DW, Brennan TA, Burstin HR. Determinants of patient satisfaction and willingness to return with emergency care. Ann Emerg Med 2000;35(5):426-434. https://doi.org/10.1016/S0196-0644(00)70003-5
  20. Kim IB, Chung SM, Kim KH, Cho JP. Survey on emergency medicine specialists in Korea: working patterns and level of satisfaction. J Korean Soc Emerg Med 2002;13(3):281-288.
  21. Escriba-Aguir V, Martin-Baena D, Perez-Hoyos S. Psychosocial work environment and burnout among emergency medical and nursing staff. Int Arch Occup Environ Health 2006;80(2):127-133. https://doi.org/10.1007/s00420-006-0110-y
  22. Kim JK, Kim YJ, Seo KS, Ryoo HW, Kam S, Park JY, et al. Job stress, job satisfaction and occupational commitment among Korean emergency physicians. J Korean Soc Emerg Med 2010;21(2):246-258.
  23. Cho JY, Lee YW, Kim HS, Kim SH. Relationships among response for violence experience, hardiness, and job satisfaction of nurses working in emergency department. Korean J Adult Nurs 2011;23(5):494-502.

Cited by

  1. Predictors of Emergency Medical Transports Use Based on 2009 Korea Health Panel vol.28, pp.3, 2014, https://doi.org/10.7731/KIFSE.2014.28.3.080